I have made a lot of changes/mods to OST to suit my team's needs (wishes and whines). I would now like to share this back with the community. Here are some of the things I implemented:
email CCs: store the original requestors CC list, but also if others respond and CC new people or if new people are CC'd keep a clean list of the CCs with each new message. Also added a check against the OST email table so it's not going to get into a bad situation of infinitely emailing itself. Storing as an list in an additional db field 'emailcc'
html email: converted to using HTML format solely incoming and outgoing... if plain text is sent in I convert to HTML (may have a downside in a few cases but those were small enough for us to go forward with it). I also have setup CKEditor on all the forms where HTML input is needed for replying, signatures, canned resonses.
overdue more like RT stale: overdue didn't do what we wanted, so I re-wrote it to be more like... a 'stale' status on a ticket. If no responses are sent from staff on a ticket that is waiting for one in x overdue time... ticket is marked as overdue. If staff resonds to an overdue ticket... it's unmarked. So it's never closed out and all that stuff.
removing required updates: there were some tasks that didn't seem to need a comment when performing them so we removed a lot of the required comments on staff actions
built my own version of 'quote in reply' (another mod from someone else) : since we did the HTML everywhere and are using CKEditor I needed to use a CKEditor API to push the 'quoted' email into the text editor... works nicely
storing attachments: read all related fixes for attachments but no matter what I did OST was not storing and then pulling them correctly. I changed it to store them out of the OST directory and instead of pulling them ala proxy style from the file system... I just redirect to them and let the browser take care of it. (may be security risks if you allow any type of attachment)
subject truncation: this was happenign at the db level but we decided to just allow any text based subject and just display it in the viewticket ... just formatting for HTML Characters
Plus a bunch of mods from other folks... like ticket merge, take a ticket link, expanding search, etc.
The difficulty is in parsing out each 'mod' separately. I could probably go through one at a time...just wondering if anyone else has run across this and what they decided to do. Any advice is appreciated.
